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Playbook

Customer Communication

Empathy and customer service

The Most Important Customer Service Skill You’ll Ever Need

By | Posted Jan 30, 2017

As technology alters the customer experience—through messaging apps, chatbots, and more—what place does empathy have in improving customer service? People who […]

Customer feedback via social media

When Customers Tweet Feedback, Elon Musk Listens

By | Posted Jan 17, 2017

Social media is a valuable source of customer feedback—a point fully embraced by Elon Musk, CEO of Tesla and SpaceX. […]

Keeping customer service promises

Are You Keeping Your Customer Service Promises?

By | Posted Dec 15, 2016

Have you ever made this customer service mistake: You promise a customer to handle a problem quickly, such as a […]

business relationships

Business Relationships: With A Slim Margin of Error, Why Take Chances?

By | Posted Nov 4, 2016

Leadership and management books are usually about strengthening the solid lines in complex organization charts. However, sometimes the best approach is not complex, but really simple and straightforward. Yet this simplicity can be very profound.

email etiquette mistake

The Single Biggest Email Etiquette Mistake You Can Make

By | Posted Oct 31, 2016 | 2 Comments

No one really cares how their name is spelled on a Starbucks cup—only that the barista gets the drink right. But when you’re in a business setting, coming across as competent, trustworthy and approachable matters.

build a social media following

To Build A Social Media Following, First Know Your Audience

By | Posted Oct 27, 2016

Watch as Ragy Thomas, founder of Sprinklr, explains why entrepreneurs need to figure out who their customer is before they build a social media following.

authenticity in marketing

Lessons Learned: Always Strive For Authenticity In Marketing — And Life

By | Posted Oct 12, 2016 | 1 Comment

Microsoft’s Geoffrey CoIon attended some sessions at Advertising Week with his name badge and affiliation hidden, to see how people would treat him—and demonstrate the need for authenticity in marketing. Here’s what happened.

credible leader

What Does It Take To Be A Credible Leader? Straight Talk.

By | Posted Oct 7, 2016

Establishing and maintaining a reputation for honesty and consistency takes effort and vigilance, but the rewards that come from being seen as a credible leader are significant and long term—for both you and those you lead.

convince people to say yes

The Yeas Have It: 6 Ways To Convince People To Say Yes

By | Posted Sep 20, 2016

Want to get things done? You need to learn how to convince people to say yes. Watch as Robert Cialdini, author of Pre-Suasion, describes the most important factors for influencing people.

b2b sales

You Really CAN Build Customer Loyalty In B2B Sales

By | Posted Aug 4, 2016

Salespeople can’t just show up when a customer is ready to buy, handle the sale, and then disappear until it’s time for the next transaction. Once you have a good relationship with a customer, you don’t want to lose it.

increase social media followers

This Is Why No One Follows You On Social Media

By | Posted Jul 19, 2016

Make sure your social media game is on point with tips from the Social Media Director of the Chicago Ad agency, Idea Booth.

good story

5 Reasons People Love A Good Story

By | Posted Jul 11, 2016 | 1 Comment

Looking to enhance the way you market your products and services? Jim Poage and Jennifer Poage, authors of, “Flair: Design Your Daily Work, Products, and Services to Energize Your Customers, Colleagues, and Audiences,” explain how organizations can thrive from constructing quality stories.

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